Digital Channel Analyst at Credit Direct Limited

Job Summary

• We are seeking an experienced Digital Channel Analyst to join our Digital Transformation team, focusing on our Digital Channels (USSD, WhatsApp and Web portal).
• The successful candidate will leverage their expertise in data analytics, channel support, and process improvement to drive business growth, enhance customer experience, and optimize channel performance within the financial services industry.

Job Details

• Analyze data to identify trends, opportunities, and challenges in Digital channels performance.
• Develop and implement channel optimization strategies to improve efficiency and effectiveness.
• Interface with service vendors to ensure quality service delivery
• Collaborate with cross-functional teams to implement process improvements.
• Provide data-driven insights and recommendations to stakeholders.
• Monitor and report on channel performance metrics.
• Identify and prioritize areas for process improvement.
• Collaborate with teams to ensure successful implementation of process improvements.
• Support the development of best practices and standards for digital channel operations.

Job Requirement

• Work closely with the Digital Transformation team to identify areas for improvement and implement process enhancements.
• Collaborate with cross-functional teams, including Product, Sales & Customer Experience, and Technology, to ensure alignment and effective implementation of channel optimization strategies.
• Develop and maintain relationships with key stakeholders, including customers, partners, and vendors.
• Participate in project meetings and provide updates on channel optimization initiatives.
• Develop and maintain documentation of channel optimization strategies, processes, and best practices.

Required Knowledge, Skills & Competencies:

• Bachelor’s degree in Computer science, Statistics, business administration, Operations, or any related field.
• 3+ years of experience in data analytics, process improvement, or operations within the financial services industry.
• Experience with data visualization tools (e.g., SQL, Tableau, Power BI)
• Experience with process improvement methodologies. 
• Strong understanding of statistical analysis and data modeling.
• Excellent understanding of digital channel operations and customer experience principles within the financial services industry.
• Knowledge of Digital channels; Web portal, USSD and WhatsApp channel platforms and technologies
• Experience with analytics and performance metrics.

Person Specification

• Strong analytical and problem-solving skills
• Excellent communication and collaboration skills
• Ability to work in a fast-paced environment.
• Strong attention to detail and organizational skills
• Ability to prioritize and manage multiple projects simultaneously.
• Strong understanding of data analysis and interpretation
• Ability to think strategically and drive results-oriented solutions.
• Experience in core fintech or financial services industry.